Direct Energy Reviews

Direct Energy misled me into their services. A female representative at Marlborough Mall NE, Calgary introduced herself as **, repeatedly assured me that she wasn't signing up for anything. After filing complaint against her with Direct Energy, they eventually acknowledged being aware of this deceptive practice, yet they still insist on charging me. Direct Energy is simply ignoring her misleading actions and disturbing me every now and then with calls and messages even though I had stopped that fraudulent service. I don't understand for what they are charging me. I warn and request everyone to be aware of their dishonest tactics and never talk to any representative from Direct Energy.

My energy bill went up so I contacted them to find out why. I spoke to Ariatna **, who told me that my plan expired in Feb & that she will put me in a lower plan with a 35 months contract & that I would have a credit for $207.22 on my next bill. I received my bill for this month it is $528.!!!! I called to dispute this bill, spoke with Leonardo & his manager Melvin who was zero help! I requested Melvin to pull the audio where Ms ** tells me that the $207 is a credit! He does & confirms it but tells me that was an error on her part & offered an apology! That’s all! That’s it!!! An Apology. I said to him had I been given the correct information I would have made a more informed decision!!! Why are you holding me accountable for HER MISTAKE!!! That’s poor customer service & is unfair to me as the customer!

Been with DE for quite a while and all was good until the last year or so. Signed on to average billing for $297/month, then looked up and bills were steady at $350-$380s per month. I called, discussed it and decided to stay. However since I’ve had to cancel a couple of autopays after paying the bill, confirmed they’d been cancelled and they’ve gone thru anyway. First time, I made it work but now it’s been a major challenge to accommodate. Can’t refund the money for 15 days. I’ve come to the point where I can’t trust DE with autopay arrangements. I expect I won’t be renewing this time.

Promises one thing, does something. Most untrustworthy company to go with. No matter what your agreement is, bill is bound to touch roof. When I was with prior provider the bill never crossed 150$. I am staying in the same house. Same usage level, same electric equipments. Bill is always 250$+. I signed up for a better $ agreement. Should improve, not worsen.

My review on this is as follows .One day I was at walmart. Got sucked in by the guy pushing energy services. He told me I can get a better deal even though I already was with Direct Energy so I listened and great deal he offers me. Never did he say that they would cancel my plan and start a new plan which led to me owing over a thousand dollars in fix fees to get on a new plan but I still had to pay and payments from the old bill to a new one. It took them over 4 months to fix. Had said for all my troubles they would send me a hundred dollars gift card. That was in june. Since then I have called every couple weeks to find out where this gift card is. We are going in to oct. Still no card. Every time it's a different excuse from them. Word of caution - run when you see the guy or girl in walmart trying to get you to sign up. It is the worst customer service I have ever dealt with and will be cancelling them and going to a different provider.

I have been in the same Dwelling as I was from past 26 months , I have the same Equipment and same usage, After I changed to this company I started getting bills 230% above my normal usage and It is a waste of Dustbin company to deal with. Don't Convert to this thinking it will save money, Plans are lucrative not bills. Stay Away At all cost.

I was a local utility customer with Direct Energy (DE) as my 3rd party power supplier. I was shocked to recently receive a Collection letter from them stating I owed them money because my utility had not paid them. Since I have NEVER not paid my bills on time, in full, I spent countless frustrating hours on the phone, attempting to resolve this unpaid charge dating back to Nov.-Dec. In keeping with the false accusation of my unpaid debt, I was repeated subjected to CSR lies and deceit, including being told that my Utility had sent it to collections, when Direct Energy's name was on the Collection bill!

Affordable but scammy company that doesn't divulge all they charge, such as transfer fees despite marketing themselves as a company that doesn't charge them. It's fine if you don't have to talk to them or associate with them in any way. I lost brain cells just trying to talk to these people. It sucks because all electric companies in TX cost an arm and a leg nowadays.

I was mislead when I renewed a contract with them. I have been told now that I knew what the plan entailed and agreed to pay 4 times as much as I have ever paid. Really? I was lied to again when I was told that someone would contact me and twice I was left on hold endlessly. What has happened to America?

I purchased a house where the previous owner was with Direct Energy, I tried for well over a month to have an account set up with them many, many calls and chats with much frustration. I spoke to a different person every time and they could never get my account to go active. Kept saying it was a glitch in their system! Nearly every time I called I was on hold for 20 minutes up to nearly an hour. No one could ever help me and I had to tell the same story over and over. They never called me to give me an update. Always just told me to "give it 48 hours". I finally gave up and called Reliant and had my account setup with service within 24 hours. Worst customer service I've ever experienced!

Direct Energy coming to my door persistently try talk me into so called saving money and mailing me letters for years! I finally trusted the them and got promised at least $2 saving. He try get me and said no fees. Paid it. Charged. Didn’t make much sense. I trusted him with his lies and been getting billed one year and getting bills doubled than before when I only use very little and had low bills before this. Also he been billing my gas also and I was not informed of this at all. I called to discontinue it when I noticed 45 to 59 electric bill and usually it’s $20. I don’t run anything different, even turn off lights to save on electric. This is crazy. High billing for no different usage than before. They refused to give me the name of the guy they sent to lie and get my signature! I want him fired or I want to press charges for refund as this is manipulation, deception.

The app and website clearly showed that the plan comes with Amazon Prime. Once I signed the contract, it no longer appears. Very misleading and I will be encouraging others to not go with this. Support team wants me to clear my browser cache to view the new rates. Isn't that hilarious?

Terrible billing, so confusing to understand and they make it that way to extort additional money. Reps are rude and constantly giving wrong info. Switched to TXU. Never again will I use their service.

I have been a long term customer with Direct Energy and when they began advertising their latest discounted rates, I called in and asked for the same price that they are now giving to new customers. The sales person was terrible, through arguing with her I told her that if they couldn’t offer me the same deal as other customers that I would go elsewhere. She finally said she would adjust my rate. I thought that was the end. Two days later I receive a CLOSE OUT BILLING from Direct Energy, stating my account has been closed. They charged me $250.00 extra on top of my regular monthly billing to close out the account. I called in immediately, asked to speak to a Manager and asked why my account was closed.

I was with Just Energy paying 12.73 ¢/kwh after all the fees and taxes. Then a guy representing Direct Energy explained that they don’t have green fees and taxes added on because they were all calculated in the bill. It sounded good to me and was about 2¢/kwh lower. I had to pay a cancellation fee to Just Energy, but I was promised that Direct Energy would reimburse me for that (I haven’t seen a penny of it yet). I got my first Direct Energy bill and the base kwh were correct, but they tacked on a Centerpoint Energy fee of 4.17 ¢/kwh over and above their base bill. That is 34% extra added on. Now I am stuck in a contract with them and will have to pay thousands of dollars extra over the next 3 years. If you are with Just Energy stay there!

The first couple of years with Direct Energy was great and my bills were very low but after I renew the contract, the bills sky rocket and I was being charge 30+ cents per kwh. I went with another company last month and I understand the termination fees is to be $150. Turns out they also added an Adjustable fee of $493.29 which the customer service team can not give me a breakdown of what that is. It's like they just throw a number on the wall and charge me that fee with no justification. They said they will send me a breakdown of what was charge but they sent me a corrupt file hoping I won't call back. Since Sept 2023 my average kwh usage was less than 800 for the month and my bills are averaging $270. I wouldn't recommend this company to anyone. BTW, I still don't have the breakdown of my Adjustment fees.

I had Direct Energy for my provider from 2008 to 2018. I was very happy with the overall experience. I moved back to the area in 2022 and immediately called Direct Energy for service since it was so awesome when I used them prior. From 2022 until my contract was up May, 2024 I had HORRIBLE service. First of all the rates were extremely high. When I called to discuss, I had to speak with people I could not understand and NEVER got help or satisfaction. I found out later that Direct Energy sold their company to someone else (apparently to another country) and that is why EVERYTHING was different.

Just overall terrible. Their customer service department is useless. The kiosk sales people are scammy. Bad leadership qualities overall. Just look at the reviews, it's all bad and that pretty much sums it all.

I tried ordering energy from this provider. Applied online, tried calling to confirm, no one would pick up so I just assumed I wasn't getting service. The following day after I already set up service with another provider they sent a confirmation email stating they started service. After having to fight to get through to someone to cancel the service they are charging me for a cancelation fee. Then they said they cancelled the service, didn't cancel the service and now it is 11:39 pm. Finally got someone who says they cancelled the service but so they can charge me. This is the worst company in the world for energy. Customer service is Trash. I better not be charged because you fail to provide customers the service they should be provided. I highly recommend investing in better support. This company should be shut down. I had no information, no agreement of when the service would be on. Turn off the service and stop ripping people off. It should be illegal for you to even exist as a company.

I would like to give 0 if I can. Here's a cautionary tale about using Direct Energy as your electric provider. Our contract was expiring in February so we called about renewing it. We were told of a plan that was better than our current one and it would save us money. He even told us our highest usage last year during the summer would be a smaller payment under this plan. So, we signed up for a year. A month goes by and we were charged $150 for a minimal???? Calls are made saying why this is the case.

I do not recommend. Single mother on a budget every month. Was able to pay what I could (300) which left me with a 56 dollar balance. Only 56 and my electricity was cut off 5 days before I got my first of the month check to pay my new bill generated which was 250 and that included the 56 I had left from the previous month. Called spoke to 5 different levels of supervisors and was denied any help. Since it was cut off they couldn’t offer me a payment arrangement but when it was on they still wouldn’t offer me a payment arrangement without paying 30$ right then and there.

I signed up with Direct Energy and had the services for 18 months. When I changed to a different provider I received a huge bill to which I called for clarification. Upon receiving clarification I made arrangements with agent and it was accepted. Not 2 weeks later, I was contacted by a rep demanding payment in full to which I responded that arrangements had already been made; he would not acknowledge the arrangements. I followed up with an email outlining from there no phone calls would be received by me and that letters or emails only as I wanted it in writing. This email was acknowledged by 2 representatives. Now I receive a letter that it is going to collections yet I never missed a payment. I have sent Direct Energy a scathing letter in regards to this plus I have contacted the BETTER BUSINESS BUREAU. Do not use this company as they are out and crooks!

Made a payment arrangement and they still disconnected after I fulfilled my end of the bargain and I’ve been with them for years. 1st time making arrangement and then this happens. Not good look for business. Angry I just renewed this month for another year. May be seeking other alternatives.

NEVER NEVER NEVER do business with this company. They are extremely incompetent, unethical and do not have good business practices in place. They are extremely dishonest. You cannot reach any representative who have the comprehension grater than a kindergartener. The company operates like a 3rd world country and is extremely ineffective. Representatives are extremely limited on their knowledge and cannot assist you with your issue and they barely speak English.

Had service set up to be transferred on 1/13. Found out there was going to be a 3 day gap in my service being turned off and the landlords service being turned on. I set up a pay as you go account to turn power back on for 3 days. After approximately a week, I tried to get it shutoff. Now, on 2/7, I have been told 3 completely things and dates of when disconnection will happen. Had to pay $75 to get it restored. Now, after almost a month, the $75 is about used up for a house I don't even live in and had 2 providers serving that house. How damn stupid can you be and how many times do you feel the need to lie to a customer??? Another of these damn comments of, "oh sir, I completely understand" and I'll leave and pay the early termination. Rest assured, more phone calls will be made. Customer service sucks!!

I was already frustrated by phone calls 3 months prior to my contract ended telling me I needed to renew right away because my 1-year contract was "almost up." I needed to update payment info after my last card was canceled due to fraud. The payment couldn't be updated online because any link to add payment logged me out as the user and returned me to the login page. This error was consistent both on my phone and PC, I assume to force customers to call sales reps. I found it was much easier to switch service providers than update my payment so I did. I've received a final bill with a $136 cancelation fee+ various "fees" totaling $176 yet the bill overall inexplicably says I owe $208, a $32 discrepancy not accounted for on the bill whatsoever.

I have been a Direct Energy customer for years until recently because they have inflated prices and they signed me up for a "BLOCK" plan against my knowledge that said I agreed to pay them $200 a month REGARDLESS.. if I use my electricity OR NOT! Now, how does that even make any sense and who would sign up to that agreement! Then they stated I'm also on an "Average" billing plan to keep my bill lower, but yet I still need to pay $200... so refer back to the "BLOCK" plan. After talking to several people in customer service who couldn't do anything about my bill, or the price hikes, I decided I'll just pay the early termination fee of $200 to cancel my account, and at the time of me doing this my bill was $104. They canceled my account and sent me a bill for $576...

I was a witness in a case and had to be relocated for my life at the split of a second and a non profit organization helped me relocate and did a new lights for me and send in my identification and certification waiver letter and I was told my identification was expired, then they didn't contact nobody 1 time and never tried to verify again. These people gave me hell and still not connected. I stop trying after 10 days. This Company could care less about customer care or satisfaction. It's all about a $1. Nothing else.

Switching from Direct Energy. They have overcharged me for the last 3 months. My bill went up 30% and I am in a contract so it didn't lapse. I have renewed with them several times over the past several years. I have been with them since they took over from Bounce Energy so from the beginning. They shouldn't treat their loyal clientele like this. I emailed them and they offered to "explain" the bill. I don't need an explanation, I need a cheaper bill. I will have a cancelation fee but cest la vie, that's life. I'm not paying a company who rips off their loyal customers. I found a much cheaper company at comparepower.com. I am optimistic for my new company but very disappointed in Direct Energy.

I am currently and for the last four years a customer of Direct Energy. I didn't have any problems with them in the first years with them. I was on a month-to-month plan so I kinda watched the bill. I don't remember any patterns to it but every once in a while I would look at the bill and think that seems too high? Then I would check months before and find yes they raised the rate this month and this month to my surprise. After seeing the rate go up, I would call them and call them out on my rates. Then as if they already knew why I was calling, "Oh yes that high, let me see what rate I can get for you." Shortly after I am at a rate that I feel is reasonable but it is just a little higher than where I began. I don't write reviews. This is my first one. I can't really type. I understand rates go up, that makes perfect sense. Everything is costing more.